Technical Consultant — Customer Support Analytics (m/f/d)

We are looking for a hands-on Technical Consultant to provide specialist analytics and data support to Customer Support and, where appropriate, other customer-facing teams.
The consultant will act as the escalation point for customer questions and issues involving metrics, data, reporting, and account configuration. They will investigate problems directly, communicate findings clearly, implement custom metric requirements where appropriate, and work with Analytics, Product, or Development teams when an issue requires deeper technical involvement.

This is a practical troubleshooting role combining SQL and analytics expertise with strong customer-support communication. It is not primarily a dashboard-building or business-reporting position.

Required experience and skills

• Strong practical SQL skills, including joins, aggregations, filtering, common table expressions, and investigating unexpected query results
• Experience investigating data or metric discrepancies in a production, SaaS, analytics, or customer-support environment
• Experience with data-visualisation or business-intelligence tools and a sound understanding of common visualisation concepts
• Basic working knowledge of JSON or similar structured-data formats
• Strong analytical and structured troubleshooting skills
• Ability to investigate ambiguous problems independently and follow them through to an actionable conclusion
• Ability to understand customer requirements and translate them into metric definitions or technical solutions
• Clear written and verbal communication, particularly when explaining technical subjects to non-technical colleagues or customers
• Comfortable collaborating with both customer-facing teams and technical specialists
• Good judgement about when to resolve an issue independently and when to escalate it

Desirable experience

• Previous experience in technical support, product support, analytics support, solutions consulting, or a similar customer-facing technical role
• Experience configuring custom metrics or calculations within an analytics produc
• Familiarity with common data-quality and metric-definition problem
• Experience working with ticketing or customer-conversation platforms such as Intercom
• Knowledge of social-media analytics and common KPIs, such as reach, impressions, engagement, audience growth, clicks, and video views
• Experience working in a fast-moving SaaS or software-product environment
  
  

What success looks like

• Become a dependable escalation point for analytics-related customer issues
• Resolve a high proportion of technical cases independently and efficiently
• Provide clear, accurate explanations that Customer Support can confidently share with customers
• Identify the root cause of metric and data inconsistencies rather than only treating the immediate symptom
• Implement custom metrics accurately and consistently
• Build strong knowledge of Facelift’s available social-network data and understand where platform-specific differences affect reporting
• Recognise recurring metric requirements and help turn them into reusable metrics and configurations where appropriate
• Escalate genuine product defects with sufficient evidence and reproduction detail for technical teams to act
• Reduce unnecessary back-and-forth between Customer Support, Analytics, Product, and Development
• Surface recurring customer problems and metric gaps so that they can inform Product and Analytics improvements
• Leave clear documentation that supports continuity and knowledge transfer